Hospitality, Leisure & Travel

Innovating for sustainability and purpose

The global pandemic may have limited our ability to physically interact with one another, but it did not break our innate need to experience life together. Companies that continue to adapt to this new reality while remaining focused on the human need for personal interaction and memorable experiences will thrive today and tomorrow. At the industry’s resilient core are steadfast companies and leaders who are committed to delivering seamless, personalised customer experiences, building and maintaining a purposeful brand, maximising revenues, investing capital, and using technology to innovate for the future of business and leisure travel.

In this time of change, Protiviti will continue to help companies respond to evolving customer needs through digital transformation, technology and process innovation, advanced analytics, environmental and social stewardship, and the enhancement of guest experiences and customer loyalty. Additionally, Protiviti helps companies manage omnipresent risks, including enhancing safety and security during tumultuous times, protecting customer information and remaining compliant with related data privacy laws, managing third-parties and disruptions in the supply chain, acquisition and retention of labour, and more.

When companies effectively adapt to changing industry priorities and work to manage risk, disruptions become opportunities; customers become fiercely loyal; and enhanced financial performance improves access to capital for continued investment in brands, assets, products, and services – creating an ongoing cycle of success.

2024 Top Risks in the Consumer Services Industry

Discover Protiviti’s top risks survey report 2024 in the hospitality and airlines industry to mitigate risks and comprehend their potential impacts.

Read Industry Top Risks

Digital Transformation

As companies seek to own direct relationships with customers, there is increased focus to enhance digital presence and capabilities. Protiviti can help establish impactful digital strategies; understand customer behaviors that inform journeys; innovate digital products & services; reimagine experiences; and enable digital commerce, marketing/sales.

Enterprise Data & Analytics

Knowledge is power. From customer preferences to operational and financial performance to timely identification of potentially fraudulent activity, data helps personalise experiences, optimise performance, and contain losses. Protiviti helps to turn data into information and information into competitive advantage.

Environmental, Social, and Governance (ESG)

ESG has become an imperative as customers, investors, employees and regulators demand and/or expect it. Protiviti assists companies to build and report on sustainability programmes, and improve team member acquisition, retention and employee experiences through enhanced enterprise Diversity, Equality, and Inclusion.

Customer Loyalty and Loyalty Programmes

A loyal customer is vital to a company’s growth. Protiviti helps clients with more effective e-commerce, marketing and sales, and personalised experiences, while protecting loyalty programmes from fraud and abuse. Protiviti can monitor unusual activity for illegal acts to protect company reputation and customer data.

Safety and Security

Every year, billions of customers entrust their well-being and safety to the industry, all while external events elevate customer risk. Protiviti helps to enable business continuity, crisis management and resiliency programmes, deploy technologies, and evaluate the impact of disruptions to operations.

Cybersecurity, Data Security, and Privacy

Extensive customer information is stored and processed daily and is increasingly protected by privacy regulations. Protiviti helps companies protect personal data, deploy secure applications, and minimise vulnerabilities. Also helping to build and operate privacy programmes aligned with global and local privacy laws.

Labour Acquisition and Human Capital Management

As industry demand returns, a labor shortage has limited return to full-service operations. Partnering with Robert Half, we help acquire full-time and temp labor and/or provide managed services to reduce labor pressure. Also offering services designed to optimise employee acquisition, retention, and overall experience.

Emerging Tech

To compete effectively and keep up with customer needs, technology has been key. The adoption of emerging tech including edge computing, AI/ML, virtual reality, quantum computing, the Metaverse, and other use cases is underway or imminent. Protiviti can help implement, connect, and secure this technology.

Sectors we serve

Adapt to changing industry priorities

Hospitality and Leisure

The hospitality industry remains focused on customer satisfaction and meeting leisurely needs. With a customer-first mindset for the newly adapted business and leisure traveller, our industry clients span companies that provide accommodations (e.g., hotels, resorts, timeshares, sharing economy companies, hospitality REITs), travel and tourism (e.g., OTAs, cruises, casinos, online gaming, amusement parks, marinas, ski resorts), leisure (e.g., sports teams, fitness centres, event planning and venues, golf clubs), and more.

Adapt to changing industry priorities

Maximise the chances for success

Airlines

As the airline industry aims to increase operational efficiencies, improve customer experiences, and get back to solid profits, Protiviti is helping to build custom solutions that maximise the chances for success. Our industry team works with a variety of airline companies across the globe such as the major, national, regional network and charter, and private / corporate air carriers involved in transportation of passengers or cargo, as well as maintenance facilities, catering, ground handling, aircraft leasing and airport operations.

Maximise success across core business areas

Other transportation

A return to travel, whether by land, air or sea is a welcomed opportunity for business and leisure travellers alike. Protiviti works with passenger railway, rental car, and other transportation companies to enhance core business areas for optimal efficiency and sustainable, long-term growth.